Ch 1: Fundamentals of Customer Service

About This Chapter

In order to master the art of customer service, your employees first need to get down the fundamentals. Help your employees learn these fundamentals by having them review this engaging chapter.

Fundamentals of Customer Service - Chapter Summary

Our brilliant instructors have built this chapter with sections that explain what customer service is and how it is managed to help companies be successful. This lesson covers other topics as well:

  • Characteristics of customer service
  • Offering superb customer service in person
  • Types of call centers
  • Using social media for customer service

Short video lessons are offered throughout this chapter, helping your employees examine what good customer service should look like on a regular basis. You might hold a formal corporate training event for your employees or have them review these lessons at their convenience.

How It Helps

  • Brings awareness: Employees using this chapter can identify what quality customer service looks like so that they can serve customers better.
  • Emphasizes social media: Companies who use social media can rapidly improve the customer service they offer.
  • Teaches applicable skills: This course shows your employees what good face-to-face customer service looks like, allowing them to better their communication skills.

Skills Covered

At the end of this chapter, your employees will be able to:

  • Define customer service
  • Explain the advantages of using call centers
  • Determine why companies use social media to provide customer service
  • Learn how to use social media sites appropriately for business-related purposes
  • Describe how the face-to-face customer service process works

5 Lessons in Chapter 1: Fundamentals of Customer Service
Test your knowledge with a 30-question chapter practice test
What Is Customer Service? - Definition, Types & Role in Marketing

1. What Is Customer Service? - Definition, Types & Role in Marketing

Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met.

Call Centers: Definition & Types

2. Call Centers: Definition & Types

This lesson will discuss the various types of call centers and how a company may use them to provide customer service. What makes a great call center customer service experience? Learn more here.

Social Media in Customer Relationship Management

3. Social Media in Customer Relationship Management

Social media has become one of the biggest ways organizations connect with their customers. This lesson will provide you with advantages and strategies for using social media to enhance customer relationship management (CRM).

Face-to-Face Customer Service Skills

4. Face-to-Face Customer Service Skills

Customer service is an important part of building relationships in business. The use of soft skills will shape the customer experience and play a large role in the decision to return for future business. Learn what these skills are and how to implement them!

Practical Application: Assessing Face-to-Face Customer Service Skills

5. Practical Application: Assessing Face-to-Face Customer Service Skills

Use the self-assessment questions in this practical application to assess face-to-face customer service skills. You will also find some tips on how to improve in this vital skill area.

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

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Other Chapters

Other chapters within the Providing After-Sales Customer Service course